Client Success Advocate

4 weeks ago

Montreal, Quebec, Canada Vention Inc Full time

About Vention Inc

Vention Inc is a leading company in the manufacturing sector, renowned for its innovative solutions and commitment to customer satisfaction. Our culture is recognized as one of Canada's Most Admired, fostering an environment where performance and happiness coexist harmoniously.

Role Overview

We are seeking a dedicated Customer Experience Specialist to enhance our Customer Success team. This role is pivotal in ensuring our clients receive exceptional support and satisfaction throughout their journey with us.

Key Responsibilities

  • Become an expert in Vention's premier products, assisting clients in maximizing their use of our equipment.
  • Guide customers through the entire sales process, ensuring a seamless experience.
  • Conduct comprehensive training sessions post-sale, covering technical onboarding, assembly, maintenance, and support for equipment commissioning.
  • Provide insights and recommendations to improve client onboarding within the Vention ecosystem.
  • Proactively address and troubleshoot logistics and delivery challenges, acting as the primary liaison among operations, sales, and clients.
  • Handle operational tasks, including order processing, follow-ups, returns, and support tickets.
  • Engage in proactive nurturing of client relationships post-sale to ensure a positive deployment experience.
  • Monitor and analyze NPS survey results, providing feedback to the organization.
  • Participate in weekly meetings to identify opportunities for enhancing customer service and experience.
  • Lead initiatives aimed at continuous improvement that positively impact customer interactions.
  • Facilitate feedback sessions with operational and quality teams.

Qualifications

  • A genuine passion for client service with the ability to identify and respond to client needs.
  • A technical background is advantageous, as our team comprises engineers and science graduates.
  • An interest in operations and logistics, particularly in relation to customer delivery.
  • A strong commitment to continuous improvement.
  • Fluency in English is required; proficiency in additional languages is a plus.
  • Excellent communication skills, capable of conveying complex information effectively.
  • Demonstrated diplomacy and composure under pressure when addressing customer concerns.
  • Adept at thriving in a fast-paced environment.

Employee Benefits

  • Flexible paid time off and remote work options.
  • Complimentary snacks and beverages to keep you energized.
  • Comprehensive global health plans to support your well-being.
  • Engaging social events tailored to diverse interests, from sports teams to trivia nights.
  • Opportunities for volunteering and community engagement.

Commitment to Diversity

At Vention, we celebrate diversity and strive to create an inclusive environment for all employees. Our high-performance culture encourages collaboration and fosters long-term relationships, driving extraordinary results.

We are committed to helping you excel in your role and look forward to the contributions you will bring to our team.

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